April 18, 2014
CEO Newsletter
Te3am,
Change was clearly in the air this week. We promoted Adrian Dishington to Chief Operating Officer, Centerplate UK. We also said farewell and thank you to Adam Elliott, and wish him every success in his future endeavors.
As we have stated repeatedly, our corporate mandate is Making It Better To Be There and I am proud of the progress we are making daily. This week we have a great compare and contrast scenario of how our offering fairs with our competition. First is the article in the Orange County Register on the Los Angeles’ Angels home opening game and the lead-in tells it all, “the performance fell short of legendary.” This was published on the heels of the news that Legends was being tossed from the Redskins. Second is Stadium Journey’s review of one of our venues, the Smoothie King Center, home of the New Orleans Pelicans, and it could not be more positive. Excellent work by Kernell Jupiter, Steve Trotter and our team at the arena – talk about making a statement! Use these articles (both attached) as a learning moment with your team. We must continue to be in control and provide the best one-of-a-kind locally relevant hospitality program. The current market dynamics have to change as I am reminded of a great Einstein quote, “the difference between stupidity and genius is that genius has its limits.” Until this happens let’s continue to differentiate through excellence.
Good news on the renewal and sales front for Centerplate UK – we renewed a key contract with Celtic Football Club and have been awarded The Brighton Tower and Leeds Castle. The contract for Leeds Castle is especially pleasing as we are replacing Levy’s and it grows our heritage business in London and the surrounding area. Consistent with our North America proposals, we were not the low cost provider. We are the best hospitality solution and our new client’s recognition of the value of our offering won us the business. We are also closing in on a few deals in North America which we look forward to sharing with you shortly.
When you boil it down, it is our focus on operational excellence and great strategic planning with sound marketing programs that is affording us our global success. We need to make sure we are living up to this promise at every venue.
E3 moments of the week …
Congratulations to Katie Putnam, our Sales Manager at NCAA Headquarters, on being the recipient of the Rising Star award from the Indiana Chapter of ISES (International Special Events Society). Katie has been a great addition to our team and has a very bright future ahead of her.
The recent Faith & Ale event at the Harborside Event Center was a great success and the client is looking forward to the opportunity to host another one. “You handled all of the details in a professional fashion. I received many compliments on how nice the food set-up was, how good the food tasted, how fresh the fruit was and the good selection of wine. Your staff was very efficient and polite. I was very impressed with your overall coordination and responsiveness to all of our requests.” Great job by Chef Luke Clevenger, Peter Koralewicz, Colleen Popp and our team in Fort Myers!
An artist exhibitor at the American Craft Council Show at the Baltimore Convention Center was so impressed with the service provided by one of our team members, Winston Commander, that she took the time to send a note to our client. “His attention to my needs was superlative! I was alone at the show and couldn’t leave my display. Mr. Commander, whom I met at the concession, not only helped me to cash out fast but hand delivered my meals to me! I have never had that experience before. In this time and age we are so devoid of this type of professional and kind service, this young man clearly stands out so it is worth stopping my busy schedule to write this letter.” Kudos to Winston!
Let’s focus on bringing insanely great hospitality to life and let our competitors double down on the stupidity.
Onwards!
- Orange County Register 4.11.14
- Stadium Journey 4.15.14
- US Release Centerplate Names Dishington COO UK Division 4.16.14
Lithera Forbes April 24, 2014 at 10:39 am
“Making it better to be there” -a very profound mantra. One of the things I was told in business is what makes your business distinctive, unique and of course different from other competitors. There are many hospitality companies out there and there are established food chaines like Johnny Rockets who are famous for their burgers, Nathans, and A&W who are famous for their root beer floats who are used as subcontractors at other arenas/venues. What is it that will make Centerplate one-of-kind? Either its through its people as one of the P’s of Marketing that is value to the company such as, how patrons/cashiers greet the customers, do they have a great presents are they friendly, do they have a sense of humor. You will never know how a customer maybe feeling that day but happy to walk up on a patron a smile. It can also bring repeated customers because of how someone in the company made them feel not just because of the type of “Products” we sale. Its a hospitality company-so we are providing a service of hospitableness and entertainment for our guest.
Tanja Davis April 22, 2014 at 5:34 pm
This is a wonderful article on our sister NOLA property! Great job to Steve and Kernell for leading a passionate team of employees and NPO volunteers who are committed to providing excellent service! He didn’t mention the pork taco which is oh so good!
Michelle Harris April 21, 2014 at 9:47 am
Someone tell Winston Commander great job for me! Way to go above and beyond; this is exactly the kind of service and attitude we all want on our teams.